vis|ability Software Maintenance

A mission-critical visualization platform shouldn’t stand still after deployment.

vis|ability Software Maintenance is our annual support and lifecycle program designed to keep your platform reliable, secure, current, and ready for the environments it supports.

Software Maintenance combines direct access to technical expertise with ongoing software updates, giving your organization the resources to maintain day-to-day operations while continuing to evolve the platform over time.

The program includes 24/7 Technical Support, ongoing training, and software updates covering:

• Corrective maintenance — resolving software defects and identified issues
• Adaptive maintenance — maintaining compatibility as operating systems, infrastructure, integrations, and connected technologies evolve
• Product enhancements — delivering improvements to performance, usability, functionality, and the overall platform experience
• Major releases — providing access to new generations of vis|ability software as they become available

When vis|ability supports an operational environment, access to expertise matters.

Customers with active Software Maintenance have direct access to the vis|ability Technical Support team for troubleshooting, configuration assistance, operational guidance, and advanced platform support.

Support services include:

• 24/7 phone support for urgent operational issues
• Email support with automatic case creation and tracking
• Customer Support Web Portal access for submitting requests, monitoring ticket status, reviewing previous cases, and accessing technical resources
• Level 2 technical support from vis|ability engineers through phone, email, or the Customer Support Portal

The Customer Support Portal provides a centralized view of support activity, allowing customers and integration partners to follow requests from initial submission through resolution.

That means fewer disconnected conversations, better visibility into active issues, and a direct path to the people who know the vis|ability platform.

Your operating environment will change. vis|ability is designed to change with it.

Software Maintenance provides continued access to software revisions and major platform releases, helping keep your system compatible, optimized, and current throughout its operational lifecycle.

Customers receive bi-annual software revision updates that may include:

• Software corrections and bug fixes
• Performance and stability improvements
• Compatibility updates
• Security-related improvements
• Incremental feature and usability enhancements

Customers also receive major vis|ability version upgrades as they become available, typically on a bi-annual release cycle.

Major upgrades include the updated software as well as remote assistance from vis|ability engineers to support the upgrade process. Our team can help evaluate the existing environment, coordinate the upgrade, and assist with bringing the system onto the latest supported release.

When on-site assistance is preferred or required, vis|ability or an authorized integration partner can provide additional Professional Services. Associated labor, travel, and expenses are quoted separately.

The objective is simple: keep the platform you invested in moving forward—not frozen at the version originally installed.

A capable platform delivers the most value when the people using it know what it can do.

Software Maintenance includes ongoing remote training for system administrators and operational users, helping teams maintain proficiency as personnel, workflows, and vis|ability itself evolve.

Training can be tailored to the needs and experience level of your organization and may include:

• Desktop Client operation and layout management
• Content visualization and sharing workflows
• System configuration and administration
• New capabilities introduced through software releases
• Operational best practices for visualization environments

Training is not limited to the initial deployment. It provides an ongoing opportunity to refresh knowledge, onboard new personnel, explore new capabilities, and get more from the platform already in place.

As your team changes, vis|ability can help bring the next operator or administrator up to speed.

Sometimes the best way to solve a problem is to put an expert in the room.

When hands-on assistance is required, on-site technical services are available through vis|ability or our integration partners.

On-site services can support troubleshooting, upgrades, system modifications, expansion activities, configuration changes, or other operational requirements where an in-person technical resource is beneficial.

These services are considered Professional Services and are not included within standard Software Maintenance.

Contact the vis|ability team or your integration partner when on-site support is required, and we can help determine the appropriate level of assistance.

For many vis|ability deployments, support begins with the Systems Integrator who designed, installed, or supports the overall solution.

The integrator serves as the Level 1 support provider, giving customers a familiar first point of contact while helping determine whether an issue originates within vis|ability or elsewhere in the surrounding environment.

Level 1 troubleshooting may include:

• Verifying overall system status
• Confirming hardware operation
• Checking network connectivity
• Reviewing connected displays and infrastructure
• Identifying third-party component issues
• Isolating environmental or configuration-related conditions

If troubleshooting indicates that the issue involves the vis|ability platform—or requires deeper product-level expertise—the request is escalated to the vis|ability Technical Support team for Level 2 support.

This approach brings together two important areas of expertise: the integrator's knowledge of the complete deployed environment and vis|ability's expertise in the software platform itself.

Instead of leaving the customer to determine who owns the problem, the support structure is designed to get the issue to the right technical resource.

Not every support request has the same operational impact. Our response shouldn't treat them as though they do.

vis|ability uses a structured service response framework that prioritizes incidents based on severity, operational impact, and system availability.

For critical incidents affecting system availability or operational capability, technical resources are engaged with the immediate objective of restoring service as quickly as possible.

Once operations are stabilized, troubleshooting can continue toward identifying and permanently resolving the underlying cause.

Lower-severity requests—including configuration questions, non-critical software issues, and general technical assistance—are managed according to defined response targets and escalation procedures.

This approach allows our support organization to focus resources where they matter most while maintaining visibility and accountability across every support request.

When the issue is critical, the priority is restoration. When it isn't, the priority is efficient, transparent resolution.